Patient Feedback

The Australian College of Optometry welcomes suggestions from patients, their families or their carers about the quality of care that is provided within our optometry clinics. We are committed to an effective and fair complaints system and support a culture of openness and willingness to learn from incidents, including complaints.

Patient feedback is important to us. It helps us to identify ways in which we can improve our services to the community. Patients and their families are encouraged to provide suggestions, compliments, concerns and complaints and there are a number of ways this can occur.

Verbal Feedback

Patients and/or their families and carers are encouraged to discuss any concerns (informal complaints) about the organisation with an ACO staff member. If it is needed or requested they may be referred to a Line Manager or more senior member of staff.

Letters and Patient Feedback Forms should be dropped in the feedback box, located at the reception counter (Carlton clinic only) or should be sent to:

Australian College of OptometryHead of Teaching and Quality374 Cardigan StCARLTON VIC 3053

The complaint process is confidential and will not impact on any future care.

What happens next?Compliments and suggestions are forwarded to the relevant staff member. If your feedback is a complaint, the Australian College of Optometry will investigate your complaint. The process will take from four to six weeks. If you have requested feedback on your complaint, you will be notified in writing.

If the Australian College of Optometry has been unable to resolve your complaint you can contact the Office of the Health Complaints Commissioner. The Commissioner is an independent statutory authority established to receive complaints about health service providers in Victoria. For further details contact 1300 582 113 or visit www.hcc.vic.gov.au